2025 General Sessions
Set Expectations, Seize the Utility Customer Service Moment, Recognize Excellence
Every stage with a room-full of attendees needs an emcee. CEO Rod Litke brings decades of experience emceeing Wednesday and Thursday morning IUCX General Sessions, confabs that kick off Innovate UtilityCX, the PREMIERE utility customer service learning and professional networking events. After a hearty welcome, Litke makes introductions, previews the week’s events/programs at a 10,000 foot level, and recognizes the sponsors who make IUCX possible. He’ll announce any adjustments to the agenda and invite everyone to visit the Exhibit Hall soon and often. AKA ‘The Host-with-the-Most,’ Litke easily moves to Excellence Awards announcer after the applause for keynote speakers.
“Carpe Diem – Seize the Day!” could be the subtitles for this year’s keynote speakers’ messages. Today’s utility customer service environment is not your grandfather’s. Technology, an evolved workforce, shifting customer demands and trends ushered in by other industries that utilities imitate are impacting and influencing what used to be considered a stodgy industry. Not any more. Pull up a chair and get ready for this year’s General Sessions and what lies ahead for utility customer service.
Wednesday, May 7
The Undeniable, Jaw-Dropping Power of Encouragement
How do we get more out of ourselves and those people around us? The key to investing in your people is to strategically deploy the power of encouragement. It’s free, easy, massively underutilized. Encouragement nurtures loyalty, trust, and job satisfaction. With Brad Montgomery’s authentic and innate humor, this program brings encouragement to life, illustrating its transformative potential for personal and organizational growth.
Montgomery is an entrepreneur, author and podcaster. As a business keynote speaker, his expertise is increasing performance by focusing on the people side of the business. He speaks about harnessing the science of social and emotional support to encourage, support and retain their people.
He has three awesome kids and an amazing wife of over 30 years. Brad loves playing jazz and funk and then heading out for roller hockey. And in an emergency, Brad can ride a unicycle while juggling. Get ready for a high energy, fun talk.
Wednesday General Session Sponsored By:
Thursday, May 8
Salt River Project’s Senior Director for Resource Management Angie Bond-Simpson is Thursday’s keynote speaker.
Her presentation will provide the audience with insights into what SRP is doing to meet customer needs. It will also highlight SRP’s ongoing efforts and responses to current and future challenges:
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Utility Landscape: Overview of how the utility landscape is evolving and the resulting challenges and opportunities.
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Customer Perspectives and Expectations: Examine how dynamics are changing and the associated challenges and opportunities for residential and commercial customers.
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Discuss how specific customer segments needs are influencing and driving decision-making.
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Highlight strategies and innovative solutions in place to meet evolving expectations.
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Looking to the Future: Discuss how SRP is balancing load growth with reliability, affordability and sustainability.
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Include watershed management and how this Arizona utility is planning for water resiliency and adequate supply for generations to come.
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Thursday General Session Sponsored By:
